Sometimes, they just want someone to listen: Inside Hyderabad’s Roshni support helpline

At 8:30 p.m., a call was received at Roshni, an emotional support center in Hyderabad. The volunteer who answered remained on the phone for two-and-a-half hours, listening to the caller's situation. The conversation concluded around 11 p.m., with no immediate resolution offered. Often, callers simply seek to cry, vent, or find someone to listen, representatives of the organization explain.

Ratna, a Roshni representative, recalled a recent call, stating that listening is their primary objective. Typically, volunteers grasp the pain a person feels within the first few sentences, but this does not necessarily mean the conversation ends there. Some callers continue speaking or crying as they express their emotions. Behind such conversations lie 5,610 calls received by Roshni in 2025, with young adults accounting for the largest group reaching out for support.

Of the 5,610 calls, 4,003 were from men, 1,497 from women, and 110 from others. Mental health concerns were mentioned in 2,151 calls, while relationship issues were reported in 1,733. Financial problems were mentioned in 987 calls, and marital issues in 728. These statistics indicate the emotional challenges callers are facing, but Roshni's approach begins with something more basic: providing someone to listen.

The organization's primary service is 'befriending,' offering a person experiencing emotional distress someone who will listen to their concerns. Sharing and venting can help a person who feels they have no one to discuss their issues with. Currently, Roshni functions through 70 trained volunteers operating in shifts seven days a week.

For callers deemed at high risk, follow-up calls may occur. During the initial conversation, volunteers may ask for the caller's phone number and, if necessary, obtain contact details of a family member or other supportive person. Careful handling is required, as callers may have opened up trusting that their conversation would remain confidential.

Volunteers strive to maintain the trust and bond established while addressing safety concerns. Established in Hyderabad in 1997 with four volunteers, Roshni has continued for nearly 28 years, with trained volunteers remaining central to its operations. Although based in Hyderabad, calls have also been received from various parts of the country, including Assam, Kerala, and northern India.